Customer Success Associate

Job description

ABOUT HAULER HERO At Hauler Hero, we’re on a mission to simplify and modernize the waste hauling industry. Our platform empowers haulers to run more efficient operations, strengthen customer relationships, and grow their businesses. THE ROLE We’re seeking a Customer Success Associate to manage and retain a defined portfolio of customers after implementation. You will own customer health, adoption, and renewal readiness for your assigned accounts. This role is responsible for protecting revenue, increasing product usage, and identifying expansion opportunities within your book of business. This is a proactive, relationship-driven role that requires accountability and operational ownership. You will work cross-functionally with Support, Product, QA, Sales, and Implementation to ensure customers remain successful and retained. This position includes participation in a rotating weekend coverage schedule to ensure consistent support availability. WHAT SUCCESS LOOKS LIKE Within 6–12 months, you will: - Independently manage a defined book of small to mid-sized customers - Maintain strong gross retention across your portfolio - Identify churn risk early and execute recovery plans - Increase feature adoption and product utilization - Maintain clear renewal documentation at least 90 days prior to renewal - Surface expansion opportunities based on usage and customer growth RESPONSIBILITIES - Serve as the primary point of contact post-implementation - Own account health, engagement cadence, and renewal readiness - Conduct proactive check-ins and operational workflow reviews - Monitor usage metrics and identify adoption gaps - Build and execute customer action plans to improve outcomes - Escalate technical blockers through Jira and coordinate internally - Document account status, risk signals, and renewal posture - Capture product feedback and communicate recurring themes - Partner with Sales on expansion opportunities - Contribute to internal playbooks, documentation, and process improvements QUALIFICATIONS REQUIRED - 2–4 years of experience in Customer Success, Account Management, or client-facing SaaS - Experience owning retention or renewal outcomes - Strong written and verbal communication skills - Ability to manage multiple accounts simultaneously - Comfortable reviewing usage data to identify risk - Ability to troubleshoot workflows and understand system configuration - Experience using tools such as Intercom, Notion, and Jira - Strong organizational discipline and follow-through - Reliable internet connection and dedicated workspace NICE TO HAVE - Experience in logistics, field service, or operational SaaS - Experience supporting integrations or workflow configuration - Ability to create Loom walkthroughs or training content - Understanding of the waste hauling or environmental services industry - Previous experience as a Hauler Hero user or customer